This Order Cancellation Policy has been prepared by Budget Whitegoods Pty Ltd (trading as WA White Goods) to clearly explain your rights and our obligations when an order placed through our website is cancelled — whether the cancellation is initiated by you as the customer or by us as the retailer.

We are committed to operating fairly, transparently, and in full compliance with Australian Consumer Law. This policy is designed to ensure that every customer understands exactly what to expect if they need to cancel an order, and what remedies are available to them at each stage of the order process.

Business Details

This policy should be read alongside our Terms of Service, Refund Policy, Payment Policy, and Shipping Policy, all of which form part of the contractual relationship between you and WA White Goods.

The Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) provides you with important rights as a consumer when purchasing goods. These rights apply automatically and cannot be excluded, restricted, or modified by any business — including WA White Goods.

When the ACL Entitles You to Cancel or Seek a Remedy

• Major Failure of Goods: If the product you ordered has a major fault — meaning it cannot be repaired within a reasonable time, is unsafe, is significantly different from its description, or cannot perform its intended function — you are entitled to cancel the transaction and receive a full refund, regardless of our standard cancellation policy conditions.
• Goods Not as Described: If the product materially differs from its description on our website — in a way that you would not have purchased the item if you had known — you have the right to cancel the order and receive a full refund.
• Goods Not Fit for Disclosed Purpose: If you told us before purchasing that you needed a product for a specific purpose, and we confirmed it would meet that purpose but it does not, you are entitled to cancel and receive a full refund.
• Goods Not of Acceptable Quality: All goods — including second-hand and reconditioned appliances — must be of acceptable quality for their disclosed condition. If they are not, you are entitled to a remedy under the ACL, which may include cancellation and refund.
• Goods Not Delivered Within Agreed Timeframe: If we have agreed to a specific delivery timeframe and fail to deliver within it, and this failure is of a significant nature, you may have grounds to cancel the order and request a full refund of any payment made.

ACL Rights Are Always Available

Nothing stated anywhere in this Order Cancellation Policy is intended to limit, exclude, or override your statutory rights under the ACL. Where our policy conditions are more restrictive than what the ACL allows, the ACL takes precedence. If you are unsure of your rights, we encourage you to contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or Consumer Protection WA at www.commerce.wa.gov.au/consumer-protection.

Whether your order can be cancelled — and what outcome to expect — depends entirely on the current status of your order at the time you submit your cancellation request. The following overview explains each order status and the cancellation options available at each stage.

If you wish to cancel your order before it has been dispatched from our Welshpool warehouse, this is our preferred and most straightforward scenario. Pre-dispatch cancellations are handled promptly and a full refund will be issued to your original payment method with no deductions, fees, or penalties.

What "Before Dispatch" Means

An order is considered "before dispatch" when the item has not yet left our warehouse — meaning it has not been loaded onto a delivery vehicle or handed to a third-party courier. An order that has been picked and packed but not yet physically dispatched is still considered pre-dispatch and may still be eligible for cancellation, though you should contact us urgently as timing is critical.

Pre-Dispatch Cancellation Process

Once an order has been dispatched from our warehouse — meaning the item has been loaded onto a delivery vehicle or is en route to you — a standard cancellation is no longer possible in the same way as a pre-dispatch cancellation. This is because the item is physically in transit and retrieval involves logistical costs and effort.

What Happens If Your Order Has Already Been Dispatched

• For ACL-covered reasons (faulty, misdescribed, or unsafe goods): You retain your full rights under the Australian Consumer Law regardless of dispatch status. Please refer to Section 15 for full details on your entitlements in these circumstances.
• For change of mind reasons after dispatch: We are not obligated under Australian law to accept a cancellation for change of mind once an item has been dispatched. However, please contact us to discuss your situation and we will do our best to assist where practicable.
• If you refuse delivery at the door: If you refuse to accept delivery of an item without a valid ACL reason, the item will be returned to our warehouse. A return delivery fee and a restocking assessment may apply. Please contact us before refusing delivery so we can assess your options.

Refusing Delivery — Important Information

If you refuse delivery of a dispatched order, the following process applies:

1. The delivery team will return the item to our Welshpool warehouse and note the refused delivery on our records.
2. We will contact you within 1–2 business days to discuss the reason for the refusal and assess what remedy or resolution is appropriate.
3. If the refusal was due to a valid ACL reason (e.g. the item is visibly incorrect, damaged in transit, or clearly not as described), a full refund including original delivery fee will be issued. See Section 15.
4. If the refusal was due to a change of mind, we will assess the situation on a case-by-case basis. We may offer a partial refund minus a delivery cost component, at our discretion and subject to the condition of the returned item.

Orders placed with Cash on Delivery (COD) as the selected payment method have a specific cancellation process, given that no payment is collected at the time of order placement.

Before Delivery Is Scheduled

If you wish to cancel a COD order before a delivery date has been confirmed and scheduled with our team, please contact us by phone on +61 424 260 450 or by email at [email protected] as soon as possible. Because no payment has been taken, cancellation at this stage is straightforward — we will simply cancel your order and release the item. No refund is required as no payment was collected.

After Delivery Has Been Scheduled

If a delivery date has already been confirmed and you wish to cancel, please give us at least 24 hours' notice before the scheduled delivery time. Cancellations with less than 24 hours' notice may result in a failed delivery attempt fee being applied, as our delivery team will have already been allocated and scheduled for your delivery.

On the Day of Delivery

• Refusing to pay at the door: If you refuse to pay the agreed cash amount upon delivery without a valid reason — after our delivery team has arrived at your premises — a failed delivery surcharge may apply. This covers the cost of the delivery team's time and transport.
• Item damaged in transit: If the item appears damaged or is clearly not as described when the delivery team arrives, you are not obligated to accept the delivery or make payment. Note the issue with the delivery team and contact us immediately. A full remedy will be arranged under the ACL.
• No one home: If no authorised adult is present at the agreed delivery time and no prior arrangement has been made, a failed delivery fee may apply and a new delivery date will need to be scheduled.

Orders paid through Afterpay follow the same cancellation process as card-paid orders in terms of timing and eligibility. However, because Afterpay operates as a Buy Now, Pay Later service with its own instalment payment structure, the refund process for a cancelled Afterpay order has some specific considerations.

Pre-Dispatch Cancellation — Afterpay

If you request a cancellation before the order has been dispatched, we will initiate a full refund through the Afterpay platform. Once the refund is submitted to Afterpay:

• Afterpay will cancel all remaining future instalment payments that have not yet been charged to your card.
• Any instalments already paid will be refunded by Afterpay to your nominated debit or credit card — either as a credit to your Afterpay account or as a direct card refund, depending on Afterpay's refund process at the time.
• The full refund amount (the total order value) will be returned to you via Afterpay — you will not be left out of pocket.

Post-Dispatch Cancellation — Afterpay

As with standard orders, post-dispatch cancellations for Afterpay orders are subject to the same conditions. Afterpay does not alter the cancellation eligibility — the status of the physical order (dispatched or not) determines the cancellation outcome. Your ACL rights are not affected by your choice of payment method.

Late Fees During a Disputed Cancellation

If you have requested an order cancellation and are awaiting a refund from Afterpay, but Afterpay continues to charge instalments in the interim, please contact Afterpay directly. Afterpay's terms govern the scheduling of instalments and WA White Goods does not have the ability to pause or suspend your Afterpay payment schedule. We recommend contacting Afterpay as soon as a cancellation is confirmed with us to minimise any interim instalment charges.

Orders placed with Direct Bank Transfer (EFT) as the payment method have a specific process due to the nature of bank payment clearing times and our 48-hour order hold period.

Before Cleared Funds Are Received

If you have placed an order and selected bank transfer as your payment method but have not yet transferred funds to our account, the order is in a "Pending Payment" status. You can cancel this order simply by not making the transfer. The order will automatically be cancelled and released after the 48-hour hold period expires. No refund is needed as no payment was received.

If you want to formally cancel and have us release the item immediately (rather than waiting for the 48-hour hold to expire), please contact us at [email protected] or call +61 424 260 450 and we will action the release right away.

After Funds Have Been Transferred but Not Yet Cleared

If you have already initiated a bank transfer but the funds have not yet cleared into our account, contact us immediately. We will:

• Place a note on your order to action a cancellation upon receipt of the funds.
• Once cleared funds arrive and are matched to your order, we will initiate an immediate EFT refund back to your originating bank account.
• The item will be held and not dispatched pending the outcome of the cancellation and refund process.

After Funds Have Cleared and Order Is Being Processed

If funds have cleared and the order is in the processing or dispatch phase, the standard pre-dispatch or post-dispatch cancellation conditions apply as described in Sections 04 and 05. A full refund via EFT to your originating bank account will be issued if the cancellation is approved. EFT refunds typically take 1–3 business days to arrive once processed from our end.

Under Australian Consumer Law, businesses are not legally required to accept cancellations or provide refunds for change of mind. The ACL's consumer guarantee provisions relate to product faults, misdescriptions, and fitness for purpose — not a buyer's change of preference after making a deliberate purchase decision.

Our Change of Mind Cancellation Position

WA White Goods sells reconditioned and second-hand appliances at budget-friendly prices. Our product listings include detailed descriptions, condition ratings, photographs, and specifications to enable fully informed purchase decisions. Given this, we maintain the following position on change of mind cancellations:

• Before dispatch: We will, at our discretion, accept change of mind cancellations before an order has been dispatched and issue a full refund. We encourage this approach and will always try to accommodate customers who contact us promptly. We believe in treating customers fairly even where we are not legally obligated to.
• After dispatch: We are not obligated to accept change of mind cancellations after an order has been dispatched. If you contact us in this situation, we will assess on a case-by-case basis and may, at our sole discretion, offer a partial resolution subject to the item being returned in its original condition and the cost of return logistics being factored in.
• After delivery: Change of mind returns or cancellations after successful delivery are not accepted as a standard right. Please refer to our Refund Policy for further detail.

Change of Mind Does Not Affect ACL Rights

Our change of mind policy does not affect or in any way limit your rights under the Australian Consumer Law. If a product is faulty, unsafe, or significantly differs from its description, you are entitled to a remedy regardless of whether the situation could also be characterised as a change of mind. ACL rights always take precedence.

To request an order cancellation, please contact us using one of the methods below. For pre-dispatch cancellations, phone contact is strongly recommended as it allows us to act immediately before the order progresses to the dispatch stage.

Contact Methods for Cancellation Requests

Information to Include in Your Cancellation Request

• Your full name as used when placing the order.
• Your order number (found in your order confirmation email, beginning with #).
• The email address used when placing the order.
• The reason for cancellation — this helps us process your request and improve our service.
• Your preferred contact number in case we need to call you to confirm the cancellation details.
• If the cancellation is for a fault or ACL reason — a description of the issue and any supporting photographs or evidence where available.

We aim to process all cancellation requests as quickly as possible. The timeframe for processing a cancellation depends on how and when the request is received, and the current status of the order.

Cancellation Acknowledgement & Processing Times

Cancellation Confirmation Email

Once your cancellation is approved and processed, you will receive a formal Cancellation Confirmation Email at the email address associated with your order. This email will confirm:

• Your order number and the item(s) being cancelled.
• The confirmed cancellation date and time.
• The refund amount and the payment method to which it will be returned.
• The estimated timeframe for the refund to appear in your account.
• A reference number for the cancellation, should you need to follow up.

When an order cancellation is approved, a refund will be processed to your original payment method. All refunds are issued in Australian Dollars (AUD) and are returned exclusively to the payment method used at the time of purchase. We do not issue refunds to alternative cards, accounts, or methods.

Refund Processing by Payment Method

What Your Refund Will Include

• Pre-dispatch cancellations (any reason): Full refund of the product price plus any delivery fee paid at checkout. No deductions.
• Post-dispatch — ACL-covered reason: Full refund of product price plus original delivery fee. Return collection will be arranged at our cost.
• Post-dispatch — change of mind (where accepted at our discretion): Product price refund, less any reasonable costs directly incurred by us in relation to the dispatch and return (e.g. delivery cost component). This will be communicated to you clearly before you agree to the resolution.
• WA White Goods-initiated cancellations (for any reason): Full refund of all amounts paid including any delivery fee. No deductions of any kind.

GST Credit Note

Where a refund is issued for a cancelled order, WA White Goods will issue a Credit Tax Invoice (Adjustment Note) in accordance with Australian Taxation Office requirements. This document records the GST adjustment arising from the refund and should be retained for your records — particularly if you are a GST-registered business that claimed an input tax credit on the original purchase. The adjustment note will be emailed to you at the time the refund is processed.

While we strive to fulfil every order placed on our website, there are certain circumstances in which WA White Goods may need to cancel an order that has been placed by a customer. We take this step only where necessary and always issue a prompt full refund and clear communication to the affected customer.

Circumstances in Which We May Cancel Your Order

• Item no longer available: The item has sold through another channel (e.g. in-store or via phone) before we were able to process and reserve it for your online order. We will notify you and offer a comparable alternative or a full refund.
• Pricing or product description error: A genuine error has been identified in the listed price or product description that would make fulfilling the order at the listed terms commercially unreasonable or impossible. We will contact you, offer the corrected price/terms, and give you the option to proceed or cancel for a full refund.
• Payment not received or payment failure: Payment has not been received within the required timeframe (e.g. bank transfer not cleared within 48 hours), or the payment has been identified as declined, failed, or fraudulent.
• Suspected fraudulent order: The order has been flagged by our fraud detection systems and we are unable to verify the transaction or the customer's identity to our satisfaction. A full refund of any amount charged will be issued immediately.
• Unserviceable delivery address: The delivery address provided is outside our delivery zone and no reasonable alternative arrangement can be made, even after attempting to contact the customer.
• Unable to contact the customer: We have been unable to reach the customer at the contact details provided for an extended period and the order cannot proceed without confirmation.
• Item fails safety inspection: An item that was listed for sale is identified during our pre-dispatch inspection as not meeting our safety or quality standards, and no suitable replacement is available.

What Happens When We Cancel Your Order

If we are required to cancel your order, we will:

1. Contact you by email and/or phone at the earliest opportunity to explain the reason for the cancellation.
2. Offer an alternative product of comparable value and specification, where one is available and the cancellation was due to stock availability.
3. Issue a full refund of all amounts paid, including any delivery fee, to your original payment method — without any deductions, fees, or delays.
4. Send a formal cancellation confirmation email and a credit tax invoice (GST adjustment note) within 1 business day of processing the refund.

WA White Goods is committed to transparency around any fees or deductions that may apply in the context of an order cancellation. The following table summarises our position on cancellation fees across different scenarios.

What "Return Logistics Cost" Means

In circumstances where a change of mind post-dispatch cancellation is accepted at our discretion, a "return logistics cost" refers only to the documented, actual cost of returning the item from the delivery route back to our warehouse. This is not a penalty or an arbitrary fee — it is a genuine cost recovery measure. The specific amount will be communicated to you clearly, and you will have the opportunity to agree before any deduction is made.

If you wish to cancel your order because the product you received is faulty, unsafe, or does not match its description on our website, your cancellation request is governed directly by the Australian Consumer Law — not by our standard cancellation policy conditions. In these circumstances, you have significantly stronger rights and are entitled to a full remedy without restriction.

Major vs. Minor Failure — Your Entitlements

What to Do if Your Product Is Faulty or Misdescribed

1. Stop using the item if it appears unsafe or is behaving unexpectedly. Your safety is the priority.
2. Contact us as soon as possible by phone on +61 424 260 450 or by email at [email protected]. Provide your order number and a description of the issue.
3. Where possible, take photographs or a short video of the fault, damage, or discrepancy and attach them to your email. This significantly assists our assessment process.
4. Our team will assess your claim within 2 business days and advise you of the outcome and your available remedies.
5. If a return is required, we will arrange collection at our cost. You will not be required to organise or pay for return shipping for faulty or misdescribed goods.
6. Your chosen remedy — refund, replacement, or repair — will be implemented promptly and in accordance with the ACL's requirements for timely remediation.

While WA White Goods takes every care to ensure pricing accuracy on our website, system or human errors may occasionally result in a product being listed at an incorrect price — either significantly above or below its actual intended selling price. This section explains how we handle pricing errors and their impact on your order.

When a Pricing Error Is Identified

• We will contact you as soon as the pricing error is identified — always before dispatching the item and before any further action is taken on your order.
• We will clearly explain the error, state the correct price, and give you the option to proceed at the correct price or cancel for a full refund. The decision is entirely yours.
• We will never dispatch an item and then demand additional payment after the fact. Any pricing correction is offered at the pre-dispatch stage only.
• If you choose to cancel due to a pricing error that we caused, a full refund will be issued immediately with no deductions or delays. The error is our responsibility.

Manifestly Incorrect Prices

Under Australian law, businesses are generally not required to honour a price that is the result of a manifest or obvious error — for example, a $1,200 washing machine listed at $12 due to a system error. However, we are required to:

• Notify you of the error promptly and in good faith.
• Give you the genuine choice to proceed at the correct price or receive a full refund.
• Never make any deduction from your refund when cancelling due to a pricing error we caused.
• Not engage in misleading or deceptive conduct in connection with how the error is communicated to you.

Customers sometimes use the terms "cancellation" and "return" interchangeably, but they have distinct meanings in the context of your order with WA White Goods. Understanding the difference helps ensure your request is processed correctly and efficiently.

Key Differences at a Glance

If you disagree with a cancellation decision made by WA White Goods, or if you feel your cancellation request has not been handled fairly or in accordance with your ACL rights, you have the right to escalate your complaint. We are committed to resolving all disputes quickly, fairly, and with respect for your legal rights.

Step 1 — Contact Our Customer Service Team Directly

In the first instance, please contact us directly. Most disputes can be resolved quickly through open and honest communication. You can reach us by:

• Phone: +61 424 260 450 (Monday to Saturday, 09:00 AM – 05:00 PM AWST & Sunday, 11:00 AM – 03:00 PM AWST)
• Email: [email protected]
• Live Chat or Contact Form: wawhitegoods.com.au/contact-us

Step 2 — Formal Written Complaint

If your concern is not resolved through initial contact, you may submit a formal written complaint to [email protected] with the subject line "Formal Complaint — Cancellation". Please include your order number, a detailed account of the issue, and your preferred resolution. We will acknowledge within 2 business days and aim to provide a substantive response within 10 business days.

Step 3 — External Dispute Resolution Bodies

If we are unable to resolve the dispute to your satisfaction, you have the right to contact the following external bodies:

• Consumer Protection WA: www.commerce.wa.gov.au/consumer-protection — Phone: 1300 30 40 54
• Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
• WA State Administrative Tribunal (SAT): For formal dispute resolution proceedings in Western Australia — www.sat.justice.wa.gov.au
• Australian Financial Complaints Authority (AFCA): For payment-related disputes involving financial products — www.afca.org.au

WA White Goods reserves the right to update, amend, or replace this Order Cancellation Policy at any time to reflect changes to our business operations, applicable Australian laws and regulations, or industry best practices. We will always update the "Last Updated" date at the top of this page when any changes are made.

Reasons We May Update This Policy

• Changes to the Australian Consumer Law or new regulatory guidance issued by the ACCC or Consumer Protection WA relating to cancellation rights.
• Changes to our delivery operations, payment methods, or logistics arrangements that affect the practical application of this policy.
• Court decisions or regulatory rulings that clarify or change the legal landscape for consumer cancellation rights in Australia.
• Improvements to our processes or corrections to inaccuracies in a prior version of this policy.

Where to Find the Latest Version

The most current version of this Order Cancellation Policy is always available at wawhitegoods.com.au/cancellation-policy/. We encourage you to review this policy before placing any new order, particularly if some time has passed since your last purchase.

If you have any questions about this Order Cancellation Policy, wish to request a cancellation, or need guidance on your rights as an Australian consumer, please reach out to our team. We are available seven days a week during business hours and are committed to providing clear, helpful, and timely responses.

Related Policies — Your Complete Rights Framework

This Order Cancellation Policy works together with all of our supporting policies to provide you with a comprehensive understanding of your rights and our obligations: